My Order
How do I get help with my order?
If you would like help ordering, or would like further information on any of our products please contacts us on 01763 207700 (08.30 – 17.00 Monday to Friday), or click here for our full contact details.
What is the status of my order?
If you would like an update on your order status, please contacts us on 01763 207700 and inform us of the order number provided on your order confirmation email.
When will my order be processed?
Orders placed at weekends and bank holidays will be processed the following working day.
Orders will be processed upon full receipt of payment. Please note that until we have confirmed the order to you no offer of sale is made. In the event that we decline to process your order we will contact you.
How will my Rowan Tree be delivered?
As a ‘living’ tree, the Rowan Tree will be dispatched via Royal Mail and must be signed for. Please ensure that a suitable delivery address is provided, otherwise this product may be returned to the Royal Mail depot. In this case we recommend that you arrange to collect your tree with 1-2 days.
Payment Information
How do I redeem a voucher that I have received?
It’s easy to redeem your voucher, which can be redeemed against more than one product. During the ‘Checkout’ process simply enter the voucher code in the voucher entry box, and select ‘Add voucher’ to receive your discount.
Unfortunately, you cannot amend your order to add a Discount Voucher once you have placed it.
Do I have to make a purchase online?
If you prefer, we also accept orders by telephone and mail. Please contact one of our bereavement advisors on 01763 207700 to make arrangements.
Are my credit card details processed securely?
We accept secure payments through SAGE or Paypal. All credit card numbers and personal information are encrypted, and are handled only by SAGE or Paypal. CPC does not handle or have access to your credit card information for orders placed via this website
Will I receive confirmation of my order?
Yes, after you submit your order, a confirmation page will display the details of your order. We recommend that you print this page. An electronic confirmation will also be sent to your email address.
Can I have a duplicate invoice?
Should you require a duplicate invoice, there is an additional administration fee of £10.00. Duplicates will only be dispatched after payment has been received.
Do your prices include VAT?
All prices shown include VAT at the current rate.
Product Information and Sizing Guides
What size casket or urn will I need?
For each container, you will find information on the sizes available on the product page, and if they are suitable for your pets ashes. If you are unsure of which size to order please click here for our sizing chart, alternatively you can contact one of our bereavement advisors on 01763 207700.
How do I open and close my casket or urn?
This depends on the casket or urn that you order.
Many of our caskets and urns are easy to open. Some of our wooden caskets have screws located at the base, where as our brass urns have screw tops.
Other products may be glued once the ashes are placed inside to ensure the container is secure, and cannot be opened.
If you are unsure of how to open your casket or urn please contact one of our bereavement advisors on 01763 207700 who will help you.
Who places the ashes into my casket or urn?
You may wish to place the ashes into your casket or urn yourself.
If you feel uncomfortable doing this we can arrange to do this on your behalf. Simply request the ash transfer service through our online shop, and arrange for your pet’s ashes within their current container to be posted to us. For your own protection we recommend that you securely package the container containing ashes, and arrange a recorded and insured method of carriage.
Alternatively please contact us on 01763 207700, and we can arrange the transfer of ashes in person at our crematorium.
What artwork can I have on the Tintagel or Arundel Stone?
The Tintagel Slate and Arundel Stone are carefully decorated by our chosen artist, whom we have worked with for many years, with hand painted flowers. Simply select the flowers of your choice to be painted when placing you order.
The beauty of the Tintagel Slate and Arundel Stone is their individuality and the artwork is subject to the artist’s discretion.
These memorials are treated with specially developed sealants to protect and enhance their life.
How can I supply a picture for my personalised memorial candle?
You can upload a digital photograph at the time of placing your order. Where possible we recommend that your pet is positioned centrally in the photograph for the best results.
Alternatively you can post us a photograph of your pet, along with a copy of your order confirmation for reference, to: CPC, A505 Main Road, Thriplow Heath, Nr Royston, Hertfordshire SG8 7RR. Please note that we cannot guarantee that any photograph supplied will be returned to you.
Products and Specifications
Every effort is taken to show the exact product, however photographs are shown for illustration purposes only and there may be variations in style, colour and texture. Certain weights, measures and descriptions are approximate and individual products may vary in size and shape. Products supplied are subject to natural markings.
All features, content, specifications, and prices of products and services described or depicted on this website are subject to change at any time, without notice. The inclusion of any products or services on this website does not imply or warrant that these products or services will be available at any time.
Guarantee
We offer the standard manufacturers warranty/ guarantee on our products. CPC has been granted the right to sell these products on behalf of the manufacturer.
Complaints
What do I do if I have a complaint?
If you have a complaint please contact us on 01763 207700.
Privacy Policy and Terms & Conditions
Privacy Policy
CPC takes great care to safeguard personal data that is provided. As a registered data controller under the Data Protection Act 1998, any personal data you provide will be held securely and will be processed fairly and lawfully. We will never make your personal details available to any other organisation or third party.
Full Terms & Conditions
Our Terms and Conditions, comply with UK legislation, are designed to ensure that all our customers can shop easily and with confidence. As such, any disputes shall be adjudicated according to the laws of England and Wales.
We maintain that, by confirming your order, you unreservedly accept our conditions of sale, having read them.
Please note that we practice a policy of continual review and reserve the right to change our terms and conditions at any time, without notice.
Your statutory consumer rights are unaffected by these terms and conditions.
Trading Name
CPC is a trading Name of Vetspeed Ltd, A505 Main Road, Thriplow Heath, Nr Royston, Hertfordshire SG8 7RR.
